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About the Role
Lead and evolve Madison Reed's customer lifecycle strategy to build a best-in-class retention and engagement engine that deepens customer relationships, drives incremental revenue, and maximizes lifetime value across DTC, Hair Color Bar, and membership businesses. This role goes beyond managing email and SMS calendars, focusing on the holistic customer journey and identifying opportunities for acquisition, database growth, engagement, and loyalty. It's an opportunity for a builder energized by a high-growth company to establish processes, tools, technology, and team capabilities for scale, comfortable with strategic vision, execution, and leading through change.
Responsibilities
- Define and drive the overarching lifecycle and retention strategy, roadmap, and performance targets.
- Serve as a strategic growth partner, translating company objectives into lifecycle strategies.
- Own the strategy and performance of key revenue streams, including e-commerce sales, Hair Color Bar appointments, and the Madison Reed Membership program.
- Proactively identify emerging consumer behaviors, business opportunities, and industry trends to develop lifecycle strategies.
- Develop and lead an innovative strategy to grow owned email and SMS databases.
- Find creative ways to capture consumer interest and build permission-based relationships with prospective customers.
- Partner with Acquisition, Brand, Digital, and E-commerce to build database growth into broader marketing initiatives.
- Design welcome journeys that convert new leads into first-time customers.
- Lead the strategy and execution of all lifecycle communications across email, SMS, push, and in-app.
- Identify behaviors correlating with usage, engagement, and affinity to create automated journeys.
- Connect the customer experience across DTC, Hair Color Bars, wholesale, and membership.
- Establish a rigorous testing framework using A/B/n and multivariate methodologies.
- Write creative briefs that carry the business objective, customer insight, and strategic direction.
- Bring forward new ideas, technologies, and channels that push past traditional CRM.
- Build processes, tools, workflows, and operating frameworks for lifecycle marketing to scale.
- Lead requirements for data updates across ESP and cross-channel platforms.
- Oversee the lifecycle marketing technology stack, managing vendors, budgets, and contractors.
- Partner with Analytics and Engineering on advanced capabilities.
- Lead, coach, and develop a high-performing lifecycle marketing team.
- Build a culture of ownership, accountability, curiosity, and continuous improvement.
- Act as a player-coach, setting clear goals and staying close to the work.
- Collaborate with Acquisition, Brand, Digital, E-commerce, Analytics, Engineering, and Retail.
- Influence leadership and cross-functional partners by presenting clear recommendations and plans.
- Ensure CRM programs comply with legal requirements, maintain best practices for deliverability, and ensure reliable transactional communications.
Requirements
- 10 to 12+ years of marketing experience with deep expertise in CRM, lifecycle marketing, and retention, ideally in a DTC or consumer business.
- Subscription or membership experience is a plus.
- Demonstrated ability to think strategically beyond channel execution.
- Proven experience developing customer acquisition and database growth strategies across email and SMS.
- Strong commercial instincts and a track record of measurable improvement in acquisition, engagement, retention, repeat purchase, and lifetime value.
- Entrepreneurial mindset with a bias toward action.
- Experience building and scaling lifecycle programs, teams, processes, and technology.
- Exceptional ability to translate complex data and consumer insight into strategies and measurable results.
- Deep experience with ESP platforms, MarTech integrations, customer data, and reporting dashboards.
- Proven track record of developing and coaching talent.
- Strong project management, prioritization, and attention to detail.
- Excellent cross-functional collaboration and communication skills.
Skills
- CRM
- Lifecycle Marketing
- Retention Marketing
- DTC Marketing
- Consumer Marketing
- Subscription Marketing
- Membership Marketing
- Customer Acquisition
- Database Growth
- Email Marketing
- SMS Marketing
- MarTech
- ESP Platforms
- Project Management
- Data Analysis
- Customer Insight Translation
- Cross-functional Collaboration
- Communication
- Team Leadership
- Coaching
- Strategic Planning
- Commercial Acumen
- A/B Testing
- Personalization
- Customer Journey Mapping
- Vendor Management
- Budget Management
Location
- Remote
Work Type
- Full-time
- Remote
Experience Level
- Director
- 10-12+ years
Salary/Compensations
- between xx and xx
Benefits
- Comprehensive Healthcare
- 100% Company Paid Short and Long Term Disability
- 401k Participation and Equity Grants
- Continuing Education Contributions
- HSA Employer Contributions and FSA Options
- Parental Leave Program
- Commuter Benefits
- Responsible Paid Time Off Program
- Complimentary Madison Reed Products + Discounts on Hair Color Bar Services
- Company sponsored events
About the Company
- Madison Reed is disrupting a $50 billion industry.
- Since 2013, they have offered clients the option to own their beauty through a revolutionary choice: home or Hair Color Bar.
- Their professional hair color is omnichannel, available through their website, in-store pickup at Hair Color Bars, or by appointment at Hair Color Bar locations.
- Hair Color Bars offer services from licensed cosmetologists.
- Their men's line launched in 2020, shaking up the $50 billion hair care industry.
- They live their values: Love, Joy, Courage, Responsibility, and Trust.
- Their culture, fostered by founder & CEO Amy Errett, is based on transparency, accountability, and fun, with a strong emphasis on diversity, inclusion, and team support.
- They are hair color that breaks the rules, driven by a commitment to client experience, product innovation, and beauty technology.
- They have attracted a devoted, consistently growing base of fans, converts, and color evangelists.
Equal Opportunity
- Where applicable we comply with the Fair Chance Ordinance, and we will consider employment for qualified applicants with arrest and conviction records.
- All qualified applicants with arrest or conviction records will be considered for employment in accordance with the ordinance and state law.
- We value inclusion and access for all candidates, and we are pleased to provide reasonable accommodation as needed to complete the interview process.
- Madison Reed. is an equal opportunity employer.
- We are committed to recruiting, training, compensating and promoting our employees regardless of race, color, religion, sex, disability, national origin, age, sexual orientation, gender or any other protected classes as required by applicable law that might make us unique or different.
- As a company, we are dedicated to reflecting the diversity, multiculturalism, and inclusion found in the communities we serve.
- Inclusion is at the heart of what we do, from the way we craft our job descriptions, to the values we espouse daily.